Industry experience: 22 years in the utility industry; 5 years in current role.

Current challenges: Identifying new ways to interact with financially challenged customers – should we have different rates, customer support levels, etc; Support group for both [operating] companies sharing best practices and aligning on procedures and measurements; Strategically implementing self-service in channels that will help us get to 70% self-service transactions within 3 years.

Areas of expertise/success stories: Customer strategy; Digital project implementation; Team engagement & development.